About Me

An enthusiastic teacher turned librarian turned technology services support, I have a diverse background and broad interests. While primarily working with web technology, I have interests in general computing and technology, instruction, accessibility, information management, technical services and metadata, among others.

I am always on the look out to improve existing services and implement new ones. While not a programmer, I like to learn and I am not afraid to work with code. My methodology is very much user oriented in all my projects and work (at least as much as possible), and my aim is to improve the user experience for both the end-user and content creators.

Through the local library association, I mentor as part of the BCLA Mentorship program, which is a one-on-one professional mentorship program, mostly helping students and younger professionals with their applications, interviews, and professional development.

I am also a proud mentor as part of Canada Learning Code (formerly, Ladies Learning Code), a non-profit that holds technology workshops. Mostly, I volunteer for HTML/CSS, web design, WordPress, and Teachers Learning Code, but also Photoshop and Hack-a-thon workshops.

Last but not least, I help with organizing conferences and workshops whenever and wherever I can (see the list below).

You can follow me on twitter or find me elsewhere through about.me.

Current Employment

Support Services Agent at GitLab (2018 – Present)

  • Engage with our customers — anything from a small advertising firm or a university to Fortune 100 clients.
  • Triage customer issues on the support issue tracker and via Zendesk.
  • Submit and comment on bug reports and feature requests based on customer interactions.
  • Create and update documentation based on customer interactions.
  • Collaborate with Support Engineers and the GitLab Community get to escalate bugs, solve problems, or obtain missing information.
  • Ensure the knowledge we gain from running GitLab is shared with customers and users.
  • Take ownership and work to manage the entire issue lifecycle, from customer, to development team, to resolution.
  • Maintain good ticket performance and satisfaction.
  • Meet or exceed SLA times consistently.

I also freelance and consult in various areas as time permits, including

  • web services,
  • user experience,
  • accessibility,
  • metadata and technical services,
  • automation and workflow,
  • documentation and technical writing,
  • and project management.

Recent Employment

  • Accessibility Consultant Project: Web Content Accessibility Guidelines (WCAG) 2.0 Report for City of Gulfport, Florida (2018)
  • Manager of Technology and Technical Services at the New Westminster Public Library (2016 – 2018)
    • Oversaw day-to-day operations in technical services, technology, and assist in other areas.
    • Managed acquisitions for library collections including e-resources.
    • Managed vendor relationships and contracts related to technology, technical services, and acquisitions.
    • Ensured cataloguing and classification of materials balanced industry standards with the needs of library users.
    • Managed public facing technology overall.
    • Liaised with City IT staff regarding technology used in the library.
    • Made recommendations to the Leadership Team regarding the need for emerging hardware, software, and technology services for the public.
    • Managed and administered the library’s integrated library system.
    • Coordinated and managed reports and statistics relating to technology and technical services, or originating from the ILS.
  • Content Coordinator, for the National Network of Equitable Library Service at the BC Libraries Cooperative (2014 – 2016)
    • Coordinated (and improved) the content processes and production of accessible formats, including copyright clearance.
    • Assisted with negotiating licenses and purchases for existing collections of accessible content.
    • Assisted with making partnerships with other accessible content producers to share collections and resources.
    • Assisted with CMS administration and web development as needed.
    • Managed metadata, cataloguing, and ingestion of produced and contributed titles and collections.
    • Trained staff, both in-person and at a distance, and provided resources on producing accessible formats, and managing content in NNELS.
    • Researched answers to legal questions in regards to accessible format production and distribution.
    • Supervised students and contract workers assisting with production.
  • Web Accessibility Consultant, for Support Students with Disabilities website at Justice Institute of British Columbia (JISC) (2016)
    • Worked with staff to ensure accessibility guidelines are met.
    • Provided reports and possible solutions to accessibility issues.
    • Provided training and resources on accessibility, particularly creating content and documents.
  • Accessibility Librarian, at CAPER-BC (formerly, CILS) housed at Langara College (2013 – 2014)
    • Developed and maintained new website (WordPress) (to reflect name change), doing usability work, and ensuring accessibility guidelines are met.
    • Migrated (to Confluence) and reorganized wiki used for intranet.
    • Automated backup of digital collection files that are created during production.
    • Catalogued and processed new materials and requests.
    • Provided IT and technology support to staff and clients as needed.
    • Wrote department newsletters sent out to students and coordinators.
    • Documented processes and workflow.
    • Ran and analyzed statistics and web analytics.
    • Ran and wrote SQL queries for reporting purposes.
    • Backup supervisor of staff.
  • Web Services (previously, Innovative Technologies) Librarian at Ryerson University Library & Archives (RULA) (2012 – 2013)
    • Implemented content management system (WordPress)
    • Implemented issue tracker (Redmine) in conjunction with intranet (Drupal)
    • Created and revised web content to meet web accessibility guidelines (WCAG)
    • Managed and pushed out shelf mapping tool (RULA Bookfinder)
    • Provided instructional workshops, reference desk (including chat), library tours, and more
  • Other professional experience includes website redesign/development, user studies/user experience, collaborative software (namely wiki) implementation and administration, information management, research, planning, reference, and instruction.
  • Other previous experience include teaching, research support, tutoring, office/clerical support, and customer service.

Recent Volunteering

Recent Presentations & Articles

Education

I finished my Master’s in Library and Information Studies (MLIS) at the University of British Columbia’s (UBC) School of Library, Archival, and Information Studies (SLAIS) in December 2011 and graduated in May 2012.

Previously, I completed a Bachelor of Arts in English and Psychology, then a Bachelor of Education, but began as a student in Software Engineering and Mathematics (at what is now SFU Surrey, but used to be TechBC).

Current Professional Affiliations

Recent Work Articles

Work at New Westminster Public Library (2016 – 2018)

At NWPL, my work diversified and started taking different routes. A lot of process and workflow work came about, as well as Horizon work, especially involving SQL.

Workflow

Horizon

Other

Work on the National Network for Equitable Library Services at the BC Libraries Cooperative (2014 – 2016)

A lot of my work at NNELS was focused on metadata and accessible format production, though other things crept in.

Accessible Formats

Scripting

MARC/MarcEdit

Website

Work Projects at CILS/CAPER-BC (2013 – 2014)

Most of the year was spent migrating and working on the website (WordPress) and research, along with some other smaller projects.

Accessibility

Website Redesign

WordPress